Once GE Centricity is installed, attention turns to Maintaining and Supporting the System

Maintenance

After GE Centricity is installed at your site, all eyes are on properly maintaining and supporting the system. Whether you chose to have Centricity hosted onsite or in the cloud, Fusion not only handles the initial technical assessments and deployments, but also the ongoing maintenance and management. We provide you with emergency response time, 24-hour support, management of technology updates and preventive maintenance to keep all of your IT networks problem-free.

All updates and data transmissions are encrypted for security purposes, and the EHR data is backed up off-site in a secure facility. We believe in testing each update, fix, or patch and putting them through extensive in-house testing, and once we are confident that the update has been adequately tested, it is then available as a general release. Our quality assurance team has developed an exhaustive test plan that includes sophisticated, automated regression, and coverage testing processes. Our QA lab executes the test plan on every software release to ensure that a highly reliable application is delivered for support and maintenance in all supported platform environments.

Having a partner like Fusion that handles the ongoing maintenance of the IT environment while also providing the necessary security and data backup is invaluable, because it lets you focus more resources on patient care as opposed to running IT systems.

Support

Our support staff is available 24/7/365 and can assist you with brief questions about how to use our software and help you solve any problems you experience with its use. Our team consists of a wide range of qualified Customer/Technical Services Engineers and Clinical Consultants, who are operating system software certified and have expertise in our products, databases, network (server and client) and other related application software products to the criminal justice industry. We will answer your call and obtain information from you to properly log and prioritize your case before making it available for the next support specialist. By providing us detailed information, we will be able to properly prioritize your case.

Our customer support utilizes Customer Relationship Management (CRM) incident tracking software to collect initial incident information and track progress and status of reported incidents. In addition to accessing our Technical Services Teams, users will also have online access to the user knowledgebase which provides answers to common questions and technical issues. You will also have access to videos & documentation which provide brief, specified training of your organization’s clinical workflow.

Team Approach

We utilize a team approach for customer support. Each customer is assigned to a support team identified by a three digit customer code, for example 301, 302, or 303. When a support call is placed, customers will be prompted to enter their customer code. If you are unsure of your customer code, please contact support to receive it. At this time the call will be routed to one of the individuals on the assigned support team. In the event that all team members are busy, the call will be routed to another support team representative. Should all support members be unavailable, the call will be answered by the receptionist and logged into the incident tracking system